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Business Profile

Windows

Emerald City Energy
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Emerald City Energy's headquarters and its corporate-owned locations. To view all corporate locations, see

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Emerald City Energy has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:08/17/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 12 2023 I paid a down payment to get 5 new windows at my house. A couple weeks later on or about May 30th ****** came over to take better measurements. I was originally told it would be a month in a half to 8 weeks. I told them I needed them done by August 7th because my house was being painted that week. It was scheduled for August 1st the end of July. Then the Night before after rearranging everything for window access. It was cancelled due to 1 of the windows being damaged. They missed my deadline for the my paint project, now i will have to pay the painters additional money to fix the damage from the new window install anyway. Then I was told August 10 the window would be in and here we are the 17th and still nothing. I am unable to get a clear answer from this company on this and honestly feel now I am just being ignored. If this is the case they need to refund my money at least. I am not sure why they wouldn't install the 4 windows they had on August 1st and come back when the other was received but that wasn't given as an option. Either finish the job or give me my money back.

      Customer Answer

      Date: 08/17/2023

      I spoke with them today and they will be here the 28th to install the 4 they have. In the meantime they are trying to get an eta on the 5th window.

      Business Response

      Date: 08/28/2023

      We sincerely apologize for the inconvenience and frustration you have experienced regarding the installation of your new windows. We truly value your business and appreciate your feedback, as it allows us to address any issues and improve our services moving forward.

      We would like to clarify a few points regarding your situation. It seems there might be a misunderstanding about the business entities involved in your purchase. While your purchase was made through a different business entity based in *******, we, based in ****************, handle the marketing and communication aspects on their behalf. That being said, we will take responsibility for ensuring your satisfaction and will do our utmost to resolve the situation.

      Regarding the delays you've faced, we completely understand your disappointment, and we want to provide you with a comprehensive explanation. The original installation date was delayed due to a broken window received from the manufacturer. This incident set back the timeline by approximately two weeks. Regrettably, when the replacement window arrived, it lacked the necessary glass, causing an additional two-week delay. We understand the frustration these delays have caused you, and we sincerely apologize for any inconvenience they may have brought to your plans.

      The weekly emails you received were intended to keep you informed about the progress of your order. Unfortunately, the lack of timely information from the manufacturer made it challenging for us to provide you with an accurate timeline, which resulted in the uncertainty you experienced. We are truly sorry for any miscommunication on our part.

      We understand the importance of meeting your deadlines, especially with your house painting project. We apologize for missing this timeline and any resulting inconvenience.

      As of now, we have been informed that the window is due to arrive this week, and we are committed to your installation for the following week, if the window arrives as plans from the manufacture. We understand the frustration these delays have caused, and we are dedicated to resolving this matter as promptly as possible.

      Once again, we deeply apologize for the inconvenience you have faced throughout this process. We greatly value your business and hope to restore your trust in our services. If you have any further questions or concerns, please do not hesitate to contact us. Your satisfaction remains our top priority.

      Thank you for your understanding.

      Sincerely,

      *************************
      Operations Manager
      Emerald City Energy, ******* **********

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